Operations Manager

1 week ago

George Town, Malaysia Go-Get Data Consultancy Full time

Our Client is looking for an Operations Manager that will be responsible for work environment, client satisfaction and profitability of a program by being the
leader of the line of business unit integrated by Supervisors and agents.
- Manage and develop a team of assigned Supervisors to meet and exceed performance, quality, end-user satisfaction, client satisfaction and any other relevant key operational metrics by providing them guidance, support and education.
- Transmit Teleperformance values through leading by example and demonstrating DNA in every interaction.
- Support, motivate, evaluate, develop and coach their Supervisors to continually meet and exceed their individual / team targets.
- Lead DSM, ISM, ELPs, and Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned.
- Ensure all Company policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc. Any known infractions to these corporate policies and procedures are communicated to the Management immediately.
- Participate with internal departments to meet client’s deliverables.
- Proactively maintain and deliver the required service levels whilst maximizing productivity in the team to ensure the desired operational margin.
- Manage a healthy program performance scorecard based on annual strategic plan of the country market.
- Develop direct reports and potential Operational leaders
- Manage on Client´s escalations process
- Support ESAT by working with AM, WFM, HR, Payroll and other departments to increase employee retention.

Pay: RM5,648.23 - RM11,534.24 per month

**Education**:

- Bachelor's (required)

**Experience**:

- BPO Operations management: 2 years (required)
- Managing & developing team of supervisors: 2 years (required)

**Language**:

- English (required)

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